Customer Operations Manager

.About UsFélix is a chat-based platform that enables Latinos in the US to send money home, pioneering remittance services via WhatsApp. We combine Blockchain and Artificial Intelligence to disrupt how remittances are done today and build the future of cross-border payments.By joining Félix, you will be part of the most innovative company in the cross-border payment industry. We recently received investment from top VCs from Silicon Valley, Europe, and Latam, and we won Blockchain and AI innovation and application awards at the Wharton Business School. You will be joining the journey to build the financial platform and become the companion for all Latinos in the United States!About the RoleWe are now looking for an experienced Customer Operations Manager who will be in direct contact with our users. You will be responsible for the smooth performance of cross-border transactions, providing support, and ensuring that Félix delivers experiences in line with our standards. As a member of our team, you will have the unique opportunity to make your mark on the core of our operations. You will be responsible for ensuring top-quality customer support by monitoring and maintaining key performance indicators (KPIs) such as Customer Satisfaction (CSAT), First Response Time (FRT), and Quality Assurance (QA) standards. This role requires availability to support a 24/7 operation, ensuring that the customer support team is fully supported at all times